Caller field is clearing out for some Incident while saving any incident.

[Ashish Ranjan G]

Hi,

Caller (caller_id) field is clearing out for some incidents while we are saving the record. I checked before update business rules and client scripts but none seem to be causing any issues. Then, I looked into "Save" UI action and it is OOB with no customization.

I enabled debugging too but no BR or server side scripts seem to be clearing out caller field. Adding to that, I also ran a filtered search on business rules/client scripts/script includes to see if any of them have anything written in their script section which clears out caller_id field, but no luck!

I noticed something weird with following "Save" UI action though:

UI action: https://<your_instance>.service-now.com/nav_to.do?uri=sys_ui_action.do?sys_id=432ace8b0a0a0b34006b02832660c894

They have written following code:

action.setRedirectURL(current);
current.update();

Should they have not placed setRedirectURL after current.update()? Is there a chance that above code might have caused redirection to current record while system was still updating field values? If that might have happened, is there a chance that system cleared out the caller field instead of keeping its previous value?

Any insights to solve this issue or troubleshooting steps is appreciated. Thanks folks!

[AnirudhKumar]

You missed scripts inside UI Poicies

[Ashish Ranjan G]

Hey, thanks for the reply. I checked but no UI Policy have scripts running. Please se the screenshot as attached. It feels more like a server-side update since it is happening only when I am saving the record. Any other thoughts??

[Voona Rohila]

HI Ashish

Try using field watcher on caller field.

https://docs.servicenow.com/bundle/sandiego-application-development/page/script/debugging/concept/c_...

[Ashish Ranjan G]

Hi, thanks for your reply...I enabled field watcher however, issue is random in nature. It is not always reproducible. So, I can't keep running field watcher every time and with each update.